Operations Manager - Montgomery

　　Req ID#: 379626

　　US

　　Job Description:

　　About Us

　　About Foundever ™  

　　Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

　　Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.  

　　Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and Twitter. 

　　Job Summary

　　SUMMARY OF JOB RESPONSIBILITIES 

　　Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.

　　Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.

　　Provide leadership and management to associates; provide training and development of the supervisory team. 

　　Coach and mentor team supervisors. 

　　Regularly conduct supervisor team meetings. 

　　Supervise multiple teams for one or more clients.

　　KNOWLEDGE/SKILLS/ABILITIES

　　Strong leadership skills with the ability to manage large groups of people. 

　　Strong verbal/written communication and facilitation skills. 

　　Strong interpersonal skills and experience demonstrating successful customer relationship management ability.

　　Primary Job Responsibilities

　　EDUCATION

　　Four-year college degree in business management/administration or equivalent combination of education and directly related experience.

　　EXPERIENCE TARGET

　　Luxury retail or other “white-glove” concierge experience required

　　Luxury retail or other “white-glove” concierge experience in a supervisory role, preferred

　　Commission based sales environment experience

　　Call Center experience required

　　BPO experience preferred

　　TRAITS AND CHARACTERISTICS

　　Outgoing

　　Quick and articulate

　　Understands the fundamentals of sales

　　Able to connect around Needs/wants/desires

　　Relatable

　　Able to overcome objections

　　Skills/Knowledge/Abilities

　　Education

　　Experience Target

　　Specialized Certifications

　　Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Operations Manager, CRM, Customer Service, Operations, Technology